Returns Policy
Please read our return policy carefully before initiating a return
Our policy lasts 14 days from the date you receive your order. If 14 days have passed since delivery, unfortunately we cannot offer a refund. Returned items must be received by us within 14 days of delivery.
- Returns must be initiated within 14 days of delivery
- Items must be received back by us within 14 days of delivery
- Tracking number is required - No refund will be issued without proof of return shipment
To process a return, you must include your full name and order number in the Returns Form. Failure to include this information may result in no refund, as we will be unable to identify the return.
We have 2 return locations. Contact us at team@frne.co for your closest location.
- Complete the Returns Form with your full name and order number
- Email team@frne.co to receive your return address
- Keep your tracking number - This is mandatory for refund processing
- We do not cover return shipping costs - Customer is responsible for all return postage
To be eligible for a return, items must be unused, unworn, and in the same condition as received. Items must be returned in their original packaging, including all boxes, pouches, tags, and labels.
Returns that do not meet these conditions will be rejected and returned to the sender.
- Items must be completely unused and unworn
- All original packaging, tags, and labels must be intact
- Items must be in pristine, resellable condition
- Any signs of wear will result in return rejection
For hygiene reasons, earrings and pierced jewellery are non-returnable and non-exchangeable, unless faulty upon arrival.
Returned jewellery must show no signs of wear, including scratches, marks, discolouration, or damage. Items showing signs of use will not be accepted.
- Earrings and pierced jewellery cannot be returned (hygiene policy)
- Exception: Faulty items can be returned within 24 hours of delivery
- All jewellery must be free from scratches, marks, or discolouration
- Any visible wear will result in return rejection
If there is a problem with your order or your parcel arrives damaged, you must contact us within 24 hours of delivery.
All fault or damage claims must be submitted via our Damages / Order Issues Form, including:
- Your order number
- Clear photos or videos of the item
- Photos of the inner and outer packaging, including the shipping label
Claims submitted after 24 hours or without sufficient evidence may not be accepted.
- Report within 24 hours of delivery - Late claims may be rejected
- Complete the Damages / Order Issues Form
- Provide clear photos/videos of the damaged item
- Include photos of all packaging (inner, outer, and shipping label)
- Provide your order number
If your parcel arrives but you believe items are missing or the package arrived empty, you must notify us within 24 hours of delivery and complete the Damages / Order Issues Form.
You will be required to provide clear photos of:
- The outer packaging and shipping label
- The internal packaging
- All contents received
All claims are investigated thoroughly. Claims made outside the stated timeframe or without required evidence cannot be accepted.
- Report within 24 hours of delivery
- Complete the Damages / Order Issues Form
- Provide photos of outer packaging with shipping label visible
- Provide photos of internal packaging
- Provide photos of all items received
Refunds are processed within 5-10 business days after we receive your return
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days.
- Tracking number must be provided - No refund without proof of shipment
- Item must pass inspection upon receipt
- Processing begins only after item is received at our facility
- Allow 5-10 business days for refund to appear in your account
As a customer initiating a return, you are responsible for:
Initiating the return within 14 days of receiving your order
Contacting us at team@frne.co to receive your return address before shipping
Paying for all return shipping costs - We do not cover return postage
Using tracked shipping and keeping your tracking number - This is mandatory for refund processing
Ensuring items are unused, unworn, and in original packaging with all tags attached
Packaging items securely to prevent damage during transit
Including the Returns Form with your full name and order number
Ensuring the return arrives within 14 days of your original delivery date
Important: Failure to meet any of these requirements may result in your return being rejected or refund being denied.
Money-Back Guarantee
Shop with confidence. We offer a 100-day money-back guarantee on all eligible jewellery purchases.
Unused & Undamaged
Products must be unused, unworn, and in pristine condition with no signs of wear or damage.
Original Packaging
Items must be returned in original packaging with all certificates, accessories, and materials included.
Return Shipping
Customer is responsible for return shipping costs unless the item is defective or incorrect.
Quality Inspection
All returns undergo inspection. Refunds are processed only after items pass our quality standards.
100-Day Window
Returns must be initiated within 100 days of purchase to qualify for a full refund.
Important: Sale Items Excluded
All sale, discounted, and clearance items are final sale and non-returnable. This guarantee applies only to full-price purchases.
Important Return Policy Information
Please read carefully to understand the difference between our return policy and quality guarantee
14-Day Return Policy
Standard ReturnsOur 14-day return policy applies to standard returns and change-of-mind requests. Items must be in original condition with tags attached.
100-Day Quality Guarantee
Quality Claims OnlyOur 100-day guarantee covers approved quality-related claims only. This includes manufacturing defects, material issues, and craftsmanship problems.